AdTechTalent
Other1 month agoHybrid

Epsilon

Advisor, Information Technology

IT Service ManagementITILServiceNowBMC RemedyCherwellAutomationCMDBKnowledge ManagementService TransitionGovernanceKPIProcess ImprovementLeadershipProject Management

Key details

Salary

Not specified

Employment type

Full-time

Seniority

Senior

Years experience

5-10

Location

Bengaluru, India

Full job description

Lead design and implementation of ITIL-based IT Service Management processes including Incident, Problem, Change, Request, CMDB, and Knowledge Management. Manage service transitions from project delivery to steady-state operations ensuring readiness and risk mitigation. Configure and customize ITSM platforms like ServiceNow to support processes, automation, and reporting. Establish governance frameworks and monitor KPIs, compliance, and customer satisfaction. Drive continuous improvement initiatives based on data and stakeholder feedback. Requires bachelor's degree in information systems or related field, minimum 8 years ITSM experience with 3 years leadership, strong ITIL knowledge, hands-on experience with ITSM tools, especially ServiceNow, and strong leadership, communication, and problem-solving skills.

What you'll do

  • Design and implement ITIL-based service management processes such as Incident, Problem, Change, Request, Request Management, CMDB and Knowledge Management
  • Lead ITIL Service Management service transitions from project delivery to steady-state operations ensuring readiness and risk mitigation
  • Configure and customize ITSM platforms to support process requirements and enable automation and reporting
  • Establish governance frameworks and monitor KPI, compliance, and customer satisfaction
  • Drive continuous improvement initiatives based on performance data and stakeholder feedback

Requirements

  • Bachelor’s degree in information systems, Computer Science, or a related field
  • Minimum 8 years of experience in IT Service Management
  • At least 3 years in a leadership role
  • Strong knowledge of ITIL (Intermediate certification preferred)
  • Hands-on experience with ITSM tools, especially ServiceNow
  • Experience in Transition Service Management preferred
  • Exceptional communication skills
  • Strong leadership and team management abilities
  • Analytical approach with focus on problem-solving and continuous improvement
  • High emotional intelligence and adaptability
  • Decision-making skills to align ITSM practices with organizational goals

Tech stack

ServiceNowBMC RemedyCherwellITIL v3ITIL v4ITSM toolsAutomationCMDBKnowledge Management

Benefits

Opportunity to lead strategic ITSM initiatives impacting enterprise-wide service deliveryCollaborative environment valuing expertise in service transition and process optimizationExposure to innovative technologies and platforms including automation and ITSM integrationsCulture encouraging transparency, stakeholder engagement, and continuous improvementFocus on employee well-beingOpportunities for growth through learning, development and career advancementBalance between work and personal lifeCommitment to diversity, inclusion, and equal employment opportunities

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